KCB BANK JOBS SEPTEMBER 2013

Service Experience & Compliance Manager

Reporting to the Head Of Customer Service ,the role holder will be  responsible for the formulation & delivery of the Service Experience Strategy through cross-functional buy-in, direction & development of a fully integrated and seamless customer experience model driven by four channels (retail, phone, email & social media) to improve customer satisfaction and eliminate customer pain points and dissatisfiers.

Key Responsibilities

• Develop & deliver the Customer Experience Strategy through engagement with stakeholders
• Conceptualizing and enhancing CRM capabilities to capture customer voice, analytics and work flow management for customer resolution and close looping
• Communication & entrenchment of the Customer Service Charter and Standards across all customer touch-points
• Together with Stakeholders drive the development of best practice life cycle management  Strategy & Model  for all Customer segments
• Perform Qualitative analysis (RCA) and report compliance on customer complaint resolution across all business units
• Drive the implementation of initiatives to improve Customer Experience & Overall Customer Delight Index
• Drive an overall approach to reducing customer dissatisfaction leading to inactivity by exhausting available avenues to ensure the customers do not churn from the business
• Single point of contact (SPOC) for all service exceptions
• Ensure that performance targets are set for the team by defining performance indicators, objectives & assigning tasks to the team
• Ensure total compliance of all Bank service standards, laid-down procedures/policies; ascertain uniformity in delivery of services whilst identifying all processes that expose the bank to risk.

The Person

• A university degree  preferably in a business related field from a recognized institution. An MBA or Master’s degree will be an added advantage.    
• Possession of professional qualifications in project management is essential.
• Have at least 6 years management experience with a large retail or service business covering customer service, business analytics, project management and compliance.
• Experience of operating in a multi-channel customer facing environment is essential   
• Experience of Customer Relationship Management System (CRM) is essential.   
• Experience in general banking operations would be desirable.
• Should have excellent high quality interpersonal, influencing and negotiation skills with the ability to positively and clearly communicate with a variety of constituents.
• Should have a thorough knowledge of Banking products, services and the financial services Industry.
• Should have strong leadership skills with demonstrated competences in championing customer focus, and in managing people in multi-cultural environments  

The above position is a demanding role which the bank will provide a competitive package for the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your  current position,  remuneration level,  e-mail address and  telephone contacts quoting the job title/reference in the subject field to recruitment@kcb.co.ke.

To be considered your application must be received by 6th September 2013.

Only short listed candidates will be contacted.

To be considered your application must be received by Sept. 6, 2013.

Only short listed candidates will be contacted.

JOB REF: CBOK 04/2013

County Relationship Mananger

The Position

Reporting to the Senior Manager, County Government, Government & Institutional Banking Unit, the county relationship manager will be the liaison between county government (as corporate liability customers) and the Bank, to market for county liability business for the Bank, identify value chain opportunities at the county, retention of existing business and growth of Corporate Liabilities for the bank to maximize the Bank’s revenue.

Key responsibilities

• Grow the existing liabilities business portfolio in the bank.
• To maintain close relationship between the bank and its corporate liability customers at the county.
• Identify new business opportunity for devolved funds.
• To introduce new banking products to address customer’s ever changing banking needs.
• Improve customer service delivery.
• Be involved in product development of Institutional Banking, Cash management products etc
• Determine target market clients that KCB wants to market and make customer visits to ensure that they are happy with our products and solve complaints that may arise.
• Maintain an equitable balance between risk and return/revenue and work to establish broad based relationships at the county.
• Develop and maintain business value chains critical to funds flow retention
•  Cross sell the entire KCB product offering
• Ensure quality service delivery to customers.

The Person

• A university degree preferably in a business related field from a recognized institution.   
• Possession of professional qualifications/post graduate degree will be an added advantage.
• Must have at least 5 years’ experience in General banking, and 2 of which must be in Relationship management and marketing of banks’ products with emphasis on service delivery.
• Working knowledge of Trade Finance and Asset Finance.
• Proficient in MS-Office Suite with excellent presentation skills
• Excellent communication and interpersonal skills
• Planning, organizing, and problem solving skills
• Ability to work effectively under pressure and tight deadlines
• Ability to build strong working relationships, internal and external to the organization
• Strong Analytical skills with a high level of accuracy
•  Initiative, self-drive and open minded
• Attention to detail
• Effective Team Player

The above position is a demanding role which the bank will provide a competitive package for the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your  current position,  remuneration level,  e-mail address and  telephone contacts quoting the job title/reference in the subject field to recruitment@kcb.co.ke.

To be considered your application must be received by  6th September 2013. Please note to clearly indicate your preferred county

 Only short listed candidates will be contacted.

To be considered your application must be received by Sept. 6, 2013.

Only short listed candidates will be contacted.

JOB REF: CORP 13/2013